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Hackster

join:2009-03-26
Markham, ON

[Cable] Unacceptable Internet Service - Markham

TekSavvy has the worst Internet Cable service in Markham, Ontario. I have contacted them on many occasions regarding the erratic connections and the answer provided was the network is over congested. They claim that additional hardware was purchased by TekSavvy and waiting for Rogers to deploy.
Today, we lose our connection and TekSavvy support desk has no clue to why we have no connection. We have to wait up to 48 hours before we get an answer.
I would like to know why Rogers disrupt customer connections when they feel like it and TekSavvy has no clue????

Please explain TekSavvy, I would like to know what the excuse is this time



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21

If you are having disconnection issues, it's not related to the POI congestion issue, but has to do with signal.

Can you post your modem stats and log? Usually accessible at »192.168.100.1


Hackster

join:2009-03-26
Markham, ON

The lost of connection could be related to what Rogers maybe doing to the network..

Bellow is the log from the modem.

5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
3-Critical D01.0 DHCP FAILED - Discover sent, no offer received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:13:5f:07:ae:9d;CM-QOS=1.1;CM-VER=3.0;
5-Warning T202.0 Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:13:5f:07:ae:9d;CM-QOS=1.1;CM-VER=3.0;
3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:13:5f:07:ae:9d;CM-QOS=1.1;CM-VER=3.0;
5-Warning T203.0 MDD message timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
3-Critical R01.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
5-Warning T202.0 Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
5-Warning T203.0 MDD message timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c9;CM-QOS=1.1;CM-VER=3.0;
3-Critical D01.0 DHCP FAILED - Discover sent, no offer received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c9;CM-QOS=1.1;CM-VER=3.0;
5-Warning T202.0 Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c9;CM-QOS=1.1;CM-VER=3.0;
5-Warning T203.0 MDD message timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
3-Critical D01.0 DHCP FAILED - Discover sent, no offer received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
5-Warning T202.0 Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
5-Warning T203.0 MDD message timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c9;CM-QOS=1.1;CM-VER=3.0;
3-Critical D01.0 DHCP FAILED - Discover sent, no offer received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c9;CM-QOS=1.1;CM-VER=3.0;
5-Warning T202.0 Lost MDD Timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c9;CM-QOS=1.1;CM-VER=3.0;
5-Warning T203.0 MDD message timeout;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;
3-Critical D01.0 DHCP FAILED - Discover sent, no offer received;CM-MAC=00:00:00:00:00:00;CMTS-MAC=00:05:00:e2:5d:c8;CM-QOS=1.1;CM-VER=3.0;


TwiztedZero
Nine Zero Burp Nine Six
Premium
join:2011-03-31
Toronto, ON
kudos:5

And this has been going on for how many days now?

Baring any problems with the modem itself, the cable modem termination system at the POI (Primary Hub) will keep trying for so many times then it gives up (timeout), for a set interval then retries again, this may also result in the CMTS restarting the modem during its DHCP requests or while the TFTP server sends a firmware change or sets the cfg file for your modem. A CMTS will keep trying until all of its conditions are met otherwise it will simply time out and restart the proccess again this is apparently a normal event and not a sign of your modem being flaky.

If Rogers is performing work at your POI you might see some discrepancies over the next 48 hours or so, maybe up to a week at a time. Anything beyond that could be some other issue all together. We do know they've been doing some node splits and rolling out channel bonding in some area's for a whiles now, hopefully this is whats happening in your area too.

Either way check with your TSI Agent or post in the TSI Direct forum and wait for a response in the next 24-48 hours depending on how far behind they are, keeping in mind they respond to oldest posts first and work up the list.

--
You see there is only one constant. One universal. It is the only real truth. Causality. Action, reaction. Cause and effect.
Twitter:The Merovingian W7U|SB6120|TSI-XCPU28/1|WNDR3700v1|DupontPOI



switcher

@rogers.com
reply to Hackster

I haven't touched my modem since I switched back to rogers. I was having the same problems everybody's having 6 months ago before I switched, unfortunately.


Hackster

join:2009-03-26
Markham, ON
reply to TwiztedZero

Thank you Merovingian


Hackster

join:2009-03-26
Markham, ON
reply to switcher

We are now thinking of switching back to Rogers


dip8

join:2012-04-15
Mississauga, ON

same here, I ditched Rogers because of the caps but not having internet for hours at end each day is unacceptable


Hackster

join:2009-03-26
Markham, ON

The Internet is an essential service for a 21st century society. Unfortunately, we have a backward government and the CRTC who is controlled by Bell, Rogers, and Telus.



TSI James
TSI James
Premium
join:2008-02-22
reply to Hackster

said by Hackster:

TekSavvy has the worst Internet Cable service in Markham, Ontario. I have contacted them on many occasions regarding the erratic connections and the answer provided was the network is over congested. They claim that additional hardware was purchased by TekSavvy and waiting for Rogers to deploy.
Today, we lose our connection and TekSavvy support desk has no clue to why we have no connection. We have to wait up to 48 hours before we get an answer.
I would like to know why Rogers disrupt customer connections when they feel like it and TekSavvy has no clue????

Please explain TekSavvy, I would like to know what the excuse is this time

Hi Hackster,

Can you please post your account information in our direct area, so we may look into your account.

»TekSavvy Direct

Yes we are waiting for Roger's to deploy our upgrades, we have been for quite some time so we can lift stop-sells and resolve congested areas within' some of our POIs. TekSavvy has already purchased what is needed for the upgrades, I think more than 4 months ago.

We cannot say that Rogers is purposely disrupting our customer's connections, but we can say that we have been waiting for them to complete our upgrades.

I assure you we are as frustrated as you are in respect to this, but we will do all we can to assist you with your account if you post you account information in our direct area.

Thanks,
--
TSI James - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )


Chuck sTruck

@teksavvy.com
reply to Hackster

I'd say the last of the big three is Shaw. Telus is on it's way out as most are making the switch out west due to Telus's anemic 25/7 speeds.


bdoyledimou

join:2002-08-20
Markham, ON
reply to Hackster

I have been suffering through the poor evening performance with Tek since October -- Back then they said they were working with Rogers to address the problem -- then in Feb they said April or May.

I so have the option of moving to dry loop dsl, but i shouldn't have to eat the costs of that switch to correct address an issue not of my doing.

Just waiting for June to come -- and then i will be making the switch to someone not Teksavvy.


Sunfox

join:2003-12-14
Markham, ON

Weird. I'm in Markham on what I assume is the "other" POI (the one served from the northwest) and my TSI service has been excellent.


TheMG
Premium
join:2007-09-04
Canada
kudos:3
Reviews:
·NorthWest Tel
reply to Chuck sTruck

said by Chuck sTruck :

I'd say the last of the big three is Shaw. Telus is on it's way out as most are making the switch out west due to Telus's anemic 25/7 speeds.

What's with you and your anti-Telus anti-DSL posts all the time?

It's getting old.


Ott Chuckcar

@teksavvy.com
reply to Hackster

That would be a mistake Rogers has no signal strength. Sometimes you can get lucky with a professional broadband amplifier to boost the signal. This stops pixelation on Rogers digital television and also helps boost the signal on broadband.



creed3020
Premium
join:2006-04-26
Kitchener, ON
kudos:2
Reviews:
·TekSavvy Cable
reply to Sunfox

said by Sunfox:

Weird. I'm in Markham on what I assume is the "other" POI (the one served from the northwest) and my TSI service has been excellent.

Some of Markham is actually served via the Richmond Hill POI. The easiest way to check to run a tracert to teksavvy.com and post the results here for us to check.


markcables

@teksavvy.com

im in markham, been on cable for last month and a half and no problems whatsoever yet.
1 1 ms 1 ms 1 ms unknown [192.168.1.1]
2 10 ms 8 ms 8 ms 10.126.253.1
3 13 ms 16 ms 17 ms 69.63.242.189
4 11 ms 10 ms 9 ms 24-52-255-22.cable.teksavvy.com [24.52.255.22]
5 16 ms 13 ms 12 ms richmondhill-newkirk1.cable.teksavvy.com [69.165
.168.241]
6 20 ms 141 ms 12 ms 69.196.136.44
7 20 ms 21 ms 17 ms 206.248.155.237
8 21 ms 18 ms 19 ms willy.teksavvy.com [206.248.147.105]

Trace complete.


bdoyledimou

join:2002-08-20
Markham, ON

Yeah you are on Richmond Hill --

From 9 am to 5 pm i get rocket fast speeds 33 Mbps down
after 5 or on weekends i get 14Mbps, 10 Mbps ...3 Mbps as the night goes on .. at midnight, its horrible. 1.5 Mbps..

thats when i am using the net..and not getting the speed i am paying for.


Bossman2099

join:2003-12-12
Markham, ON

I'm experiencing the exact same situation here as well, bdoyledimou. I'm over at the Warden & Hwy 7 area and this problem has persisted for a long while now.

There should be legal ramifications if the problem lies solely with Rogers intentionally dragging their feet in implementing the upgrades that Teksavvy bought.


HarbingerX

join:2012-02-10
Markham, ON

If it's any consolation I'm at Warden & Hwy 7 too and I've been getting terrible bandwidth for the past two months.... and I'm on Rogers.

I came here to research if I should go DSL because I'm hearing from friends in Scarborough they're experiencing the same thing, again on Rogers. It may be more expensive, but I'll give reliability over speed any day.


bdoyledimou

join:2002-08-20
Markham, ON

oh Tek is reliable -- i havn't had more than 30 minutes of unplanned downtime on my cable service in the year i have been with them.

Its just the speed that i am bummed about.



LazMan
Premium
join:2003-03-26
canada
reply to Chuck sTruck

said by Chuck sTruck :

I'd say the last of the big three is Shaw. Telus is on it's way out as most are making the switch out west due to Telus's anemic 25/7 speeds.

There's a LARGE part of Canada that would love to have 25/7 as an option... It's hardly "anemic".

And people are switching in the West - to Telus... They are laying the boots to Shaw, by most accounts:

»www.theglobeandmail.com/globe-in···2299918/

bdoyledimou

join:2002-08-20
Markham, ON

So where does Markham stand on the upgrades? I know they are on a list, but they have been on a list since October. is there anything concrete yet? I have to make a decision here -- once school lets out in 10 days this area is going to be useless.



TwiztedZero
Nine Zero Burp Nine Six
Premium
join:2011-03-31
Toronto, ON
kudos:5

said by bdoyledimou:

So where does Markham stand on the upgrades? I know they are on a list, but they have been on a list since October. is there anything concrete yet? I have to make a decision here -- once school lets out in 10 days this area is going to be useless.

According to TSI Blog Posted on May 23, 2012 by TSI Marc See Profile, Markham (Anderson) 1 gbps upgrade is still pending, along with Richmond Hill(Newkirk) 2 gbps. They've been rolling them out pretty steadily the past while so I don't think it'll be too much longer.

Any other problem would then have to be at the node level. The part that feeds your particular street/neighborhood somplace along there.

Cheers.
--
You see there is only one constant. One universal. It is the only real truth. Causality. Action, reaction. Cause and effect.
Twitter:Merv Chat:irc.teksavvy.ca

34764170

join:2007-09-06
Etobicoke, ON
reply to TheMG

said by TheMG:

said by Chuck sTruck :

I'd say the last of the big three is Shaw. Telus is on it's way out as most are making the switch out west due to Telus's anemic 25/7 speeds.

What's with you and your anti-Telus anti-DSL posts all the time?

It's getting old.

He's a troll in these forums and does not post anything useful.

34764170

join:2007-09-06
Etobicoke, ON
reply to LazMan

said by LazMan:

said by Chuck sTruck :

I'd say the last of the big three is Shaw. Telus is on it's way out as most are making the switch out west due to Telus's anemic 25/7 speeds.

There's a LARGE part of Canada that would love to have 25/7 as an option... It's hardly "anemic".

And people are switching in the West - to Telus... They are laying the boots to Shaw, by most accounts:

»www.theglobeandmail.com/globe-in···2299918/

Heh. Shaw can have the higher speeds all they want on paper but unless the network is provisioned properly it doesn't matter and they're suffering from the same issues Rogers and all the other cable co's are with under provisioned networks that cannot handle the throughput at peak hours. I'd rather have a 25Mbps connection that is able to function at full speed or close enough to it all the time vs 250Mbps (or 75Mbps for Rogers) that goes down to 1-2Mbps at peak hours. Not that that is the one and only reason people are switching from Shaw to Telus. The extremely bad customer service seems to be a much bigger issue.

bdoyledimou

join:2002-08-20
Markham, ON
reply to TwiztedZero

said by TwiztedZero See Profile
According to TSI Blog Posted on May 23, 2012 by TSI Marc See Profile, Markham (Anderson) 1 gbps upgrade is still pending, along with Richmond Hill(Newkirk) 2 gbps. They've been rolling them out pretty steadily the past while so I don't think it'll be too much longer.
[/BQUOTE :

It been 8 months! that's my point.. 9 months of "soon" and another month of "soon".

At least if i am with Rogers directly, when i don't get the speed/service i am paying for, i get a credit, not a price increase and promises of "soon".

Expand your moderator at work